CUSTOMER EXPERIENCE
Social Media Integration
Integration between WhatsApp, Telegram, and existing solutions:
- Chatbot
- E-payment
- Agent Chat Features (Fully integrated with Cisco UC chat agent interface)
Speech Analytics
Call center conversations may be used to analyze behavioral studies of call attendants with the customers which helps improve the quality of service. It can detect 9 emotions:
- Neutral, Calm, Happy
- Sad, Angry, Disgust
- PS (Pleasant Surprise), Boredom, Fear
Emotion analysis based on an acoustic approach and pre-trained data model.
Contact Center
Contact center solutions offer features like automated call distribution, IVR, multi-channel support, and analytics, enhancing customer interactions and agent performance. Cisco’s solution expands with new communication channels (calling, chatting, emails), advanced routing, and seamless social media integration. It also accommodates the modern workforce by enabling flexible work-from-home agent setups. Next Generation reporting provides detailed historical and real-time data insights. These capabilities improve customer satisfaction, retention, and revenue growth.